Customer Success Specialist/Ops, Life Insurance (remote)

About Us

Fieldtech is a joint venture with NFP Corp. Fieldtech is building the new operating system for financial representatives selling insurance. We replace the existing complex web of 4-7 technical solutions with a cohesive, process-oriented platform that automates manual workflows and empowers team members to focus on what they do best. We are at the beginning of our journey in reinventing the Operating System that drives $50B+ of annual revenue and in doing so, bringing insurance services into the 21st century to help bolster financial security for the nearly 40M US households who don’t have sufficient coverage to thrive in times of hardship. 

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

What’s the opportunity?

Fieldtech was developed by a leading team of insurance and financial service executives and is already used by one of the nation’s premier financial planning and advisory firms in the US. We have received a significant capital commitment from a strategic capital partner and as a result, are positioned with the capital, horsepower, and strategic relationships to move quickly to modernize an antiquated industry that is particularly slow to evolve. If you are energized by turning complex, labor-intensive workflows into elegant and modern technical solutions – we want you on our team.

Job Summary:

The Customer Support Analyst (specialist/operations) will be the first point of contact for our clients who need technical assistance and guidance. This does include Help Desk activities including issue reproduction and diagnosis within the SaaS application. You will use your communication and problem-solving skills to resolve customer issues, troubleshoot software problems, and ensure customer satisfaction. You will also document and track customer cases, escalate complex issues, provide feedback and suggestions to product development, and provide end-user training and updates on product features and best practices. 

We offer the flexibility of a remote role, for experienced hires, while working on an EST or CST workday schedule.

Essential Duties and Responsibilities:

• Respond to customer inquiries in a timely and professional manner.
• Identify, diagnose, and resolve technical issues related to our product using various tools and methods.
• Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status.
• Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions.
• Provide feedback and suggestions to improve our products and services based on customer needs and expectations.
• Document user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner, ensuring accurate and up-to-date records for future reference.
• Participate in refinement of bugs and user stories to ensure the customer's needs are represented.
• Manages the onboarding of new users.
• Plays a critical role during the release process, testing all new features and fixes, performing smoke tests and communicating release notes across the company.
• Stay updated on product features, updates, and best practices and share them with customers and colleagues.
• Conduct user training sessions and workshops to educate users on best practices, new features, and system updates, ensuring users are proficient in utilizing the organization's technology tools.
• Create and maintains customer training materials including videos and one-pagers.
• Partners closely with CSM to prioritize projects/issues/customer roadmap.
• Build and master Customer Success playbooks relating to ticket management, client communication, escalations and problem solving. 
• Owns and manages individual KPIs to ensure SLAs are met.
• Responsible for training new FieldTech employees on the product.

Knowledge, Skills and Abilities:

• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner.
• Experience handling customer inquiries and collaborating with technical